The Credit Union Loan Source Reviews (%countItem)
The Credit Union Loan Source Rating
Address: 10800 Alpharetta Hwy STE 208 #759, Roswell, Georgia, United States, 30076
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+1 (404) 675-1027 |
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T Broom
I made my 1st payment with this company 2 days before it was due (by phone) called a few days later because it had not yet been taken out of my account, they said everything was fine and it would be deducted, a few days later it still had not been deducted, so I called again and got the same answer, over a week goes by still no payment taken out, I call again and I'm told my bank blocked the payment from going thru, so I called my bank and they had no record of any payment even being attempted to be taken from my account so we did a 3 way call to CULS now the story changes and were told they tried to take it from a savings account which they don't allow payments from savings accounts, my bank tries to explain this account is NOT a savings but a checking and there is no record of CULS ever even attempting to with draw a payment, the teller said there is nothing they can do about it and charged me an return fee (which never happened) and a 9.50 fee to use my debit card, my bank explained the monies were always there for withdrawal so no return fee should be applied but the CULS wouldn't even listen to my bank, this was clearly a mistake on the CULS end, never have ever experienced something like this, if a mistake is made own up to it, very disappointed with this company I will never recommend them, also let it be known I always make my payments on time, even my bank was surprised at how unprofessional this company is.
no payment receipt mailed no payment history on website no emails or anything regarding my bill or payments
I have made two payments so far on my new loan and I have never received a receipt for them. I looked online and the payment history is blank. I have no information as to where I stand on my loan because their website shows nothing at all ect: payment history, balance, interest paid, interest owed, initial loan amount, balance, payment due date... literally nothing. I have called and nobody seems to know anything about my account. I mailed in two payments (check) and they cashed them but the reciept I received in the mail was blank. None of the information was filled out. Everything on the paper was blank. I wonder if I just didn't pay at all if some numbers would start to show then (joke) update your website. Make the customers information available. We would like to know where we stand in our loan and how much principal and interest has been paid, when our mailed in payments were actually processed. This is a horrible way to do business. The website is terrible, it is very cheap, not user friendly at all, low-grade, complete nightmare. The web designer seems to be in 2nd grade or something. I would have to say if you paid more than $100 bucks for this site you have been had. A meth addict with tin foil and busted trac phone from Dollar General could have done a better job.
I would like to finance my vehicle through another company. I am contacting the Honda dealership and requesting another loan agreement with a reputable company. Fix the website. Please have someone sit and go over everything with me and the dealership about terminating this agreement with a refund and allowing me to find other financing.
Dear Ms.,
Please allow us to help you navigate your new account with CULS. We strive for excellent customer service! Our Customer Service Supervisor called you to answer your questions but was unable to leave a voice mail due to full mailbox. Please call her back at your convenience at XXX-XXX-XXXX.
Our online portal allows customers to make payments and view account history. The payment history tab will only show those payments made through the portal, however if you click on "Details" above your amount due on the main screen, you can see additional account information, including the last 6 months of full payment history. Additionally, you will receive monthly statements of your account in the mail unless you enroll for electronic statements through our portal or our smart phone app, CULS Mobile Wallet. We are concerned that you received a blank statement. Please provide a copy to us so that we may research. Our records indicate that we emailed you a payment history on August 11, 2020. If you have any questions regarding your payment history, please contact us directly.
We hope to speak with you soon.
My Dad is deceased I was trying to get his loan remodified so I can afford the payments to keep his truck. I am the Exe of his will. Refused remod
Refused due to my name not on the original loan contract. The dealership is paid off the bank is owed. They suggested the remodification then denied it.
Why would I gave them all of my information they do this.
So bow they're going to repo the vehicle my dad paid 4 yrs on.
I kust meed the remodification so i can pay and keep my dads vehicle without it putting me in a financial strain
Dear Ms.:
First of all, we are so sorry to hear of your father's passing.
Unfortunately, we cannot modify a loan for anyone but the contract holder as CULS is not a bank. It is against the law. Even if we could, being executor of the will is not ownership. You would not be able to register the vehicle in your name with the state.
In order to keep your father's truck, you must refinance with another financial institution.
We apologize again for the situation you find yourself in.
(The consumer indicated he/she DID NOT accept the response from the business.)
So therefore I will not be able to get a tag or insurance on the vehicle.
I will not be getting the vehicle financed with another bank I've spoken to the manager since I contacted Revdex.com he stated that he would be willing to work with me on the payments. But what good is that if I can't get a tag for the vehicle.
Dear Ms. James:
Again, we sympathize with the situation you are currently in. Unfortunately, we cannot refinance your vehicle, nor can we modify the loan for the reasons previously discussed. We apologize that you originally received conflicting information regarding the loan modification, but we have explained that all deceased accounts must be paid in full in order to legally transfer ownership.
We are truly sorry that we cannot do any more to help.
Due to the Corona Virus I , for the the first time in over 3 years asked for a deferment. We got approved for 1 or 2 months, but then were told only 1
We are a Food Truck business in Florida. Primarily working at bars and breweries. Starting March we lost many contracts and then the government shut down bars etc all together. Which left us with little income in March, 0 income in April and little income in May.
Due to this situation I applied for a deferment of my truck payment loan and described the hardship. I am a good customer and and in good standing. As a matter of fact. I have not missed any payment of any kind for any thing. Always staying within in my allowed time.
I received a confirmation email in which it stated that I was approved for 1 or two months of deferment.
Based on that confirmation my wife and I were very happy and thankful that we can skip March and April and pay that at the end of the loan, as described in the terms.
According to my understanding I submitted the May payment ( although still no business!!) so that it would be 2 days before due date.
Then I received a letter threatening me with reporting to Credit Bureaus and that there is a collection attempt.
Needless to say I was surprised, shocked and upset and called this company because they refuse to send written comments! Which I would prefer so I have a record of what is said.
The lady on the phone, named *** told me that I am late and that 1 or 2 really means 1. Which meant that I missed April not because I am deferred but because I did not pay. Which is ridiculous.
So I explained to her that I received a confirmation and that we went by that. She had no interest in exploring the possibility that I am right. I asked for a manager, she said there is nobody. I asked for a way to complain in writing online, she said there is none. I asked what to do, she said I should write to customer service email. Which I did and NO RESPONSE in 2 weeks!
This lady gave me the impression that she makes the decision in this case and no manager or other employer in charge in needed.
Our situation has not changed here in Florida until last week and we were able to work one time and do it this weekend another time. However, I will make a payment anyhow because this company is not to be trusted. They end up reporting me and destroying my excellent and perfect payment history report without any notification or anything.
Usually my payment would not be due until June 15th. But I guess in their mind 1 or 2 month means 1. That we are in a crisis is irrelevant to this company or to this lady for that matter.
.
I would like to a. get a confirmation that the payments for March and April were deferred and that my last payment was credited ad the May payment b. Confirm that my next payment is due June 15th. c. as described in their deferment there should be no late fees, interested to be paid at the end of the loan d. Start communicating in writing via email , without personal information it should not be a problem. As long as I can not record , with consent, what they say on the phone I will not further communicate over the phone. Florida is a 2 way consent state and I do not give any consent to tape me unless I get the same right to do so.
Mr.:
We sincerely apologize for the confusing way our email to you was worded. We should have clarified that you were approved for a one month deferment. We also further apologize that during this process, none of the customer service representatives who spoke to you advised you to apply for a second deferment, which surely would have been granted.
At this time you are due for your May 15th payment, however if you go online and complete a deferment request, that date will change to June 15th.
Thank you for bringing this matter to our attention and we look forward to helping you.
The company did have someone contact me. This gentleman was friendly. He was also able to explain to me that they will improve their wording. Further I was told what will happen and that I will be ok.
Unfortunately, it did not happen as of yet. I was thinking the case is closed, but it is not. At this point, I received yet another email and probably calls. I did what I said I will do, the company however did not yet follow through with that. As soon as the the account is in order they have promised me, I will update this comment and account.
Thank you for speaking with us and allowing us to help update your account. We confirm that your account is due for a next payment in July. If we can be of further service, please contact us directly. Thank you.
I have tried several times to log in and cannot. My user name and password deem to change each time I log in. I get "Your Password has Expired" and then sent to update my profile EACH TIME I LOG IN. THEN IT TELLS ME MY OLD PASSWORD IS WRONG! Why cannot just get to my information....I want to pay my account off. I have tried to call and the rep tells me they cannot help and then tells me to contact a website that sends me an "unable to send" email back. WTF!? Can someone please help me out here!?!
We're sorry to hear that you experienced issues logging into our online portal and did not receive the support you required. According to our records, you called us on May 12th and our representative was able to provide you with your requested 10 day payoff quote. If you require any further assistance, please contact us.
Billing error resulted in late fees that they refuse to credit.
4/8/2020, I received a call from someone claiming to work at CULS and was asked for my birth date and address to continue to conversation. I refused and called the company. When they asked to verify my address, I provided my current address and they could not access my account. I then provided my previous address, from 2 years ago, they were then able to access the account. They informed me that my account is 49 days past due and mentioned that there had been some return mail. I've reviewed my file and have not received a statement since January 2020. The January statement was addressed to my current address. I explained that I always pay from statements to insure accuracy. I offered to pay the full past due balance at that time. I asked if they would, in turn, remove the late fees, seeing as how the address on file was incorrect. They offered to credit one but refused the other and informed me that regardless off whether or not I received a statement I am at fault. They told me, "we are not the problem here." I have been a good customer of theirs for over 3 years and have always paid on time. I did not dispute that the account is in deed past due but clearly there has been a billing issue. I pointed out that they were unable to access my account with my current address and they had received return mail. They would not acknowledge the billing error. I offered again to pay in full if they'd remove the late fees. The refused and the call ended without payment...
Fix the billing error so that it does not continue and credit all the late fees.
Dear Mr.:
Thank you for speaking with us last week and allowing us to look into what happened with your address change. We are glad the issue has been resolved. As a reminder, it is our policy to verify the identity of all persons we speak with to ensure that we are not disclosing financial information to anyone other than the account holder or an authorized third party. We apologize for any inconvenience caused and thank you for your business.
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call the following morning and the gentleman I spoke with was very professional and eager to resolve the issue.
I am very pleased with this company. They are always pleasant, professional and have solved my issues every time I have contacted them.
When payments are mailed at least (7) days prior to office, they never posted; always seem to accrue late charges.
Mailing one take 2 days within city
Mailed on 2/6/20; called not supposedly received before 2/13/20 as of 2/14/20.
Waive late fees
Dear Ms.: We have reached out to you in order to help you make timely payments. Please return our call at your earliest convenience. We offer several ways to make payments to ensure they are received on time. Unfortunately, the US Postal Service is taking between 10-14 days to deliver payments to our lock box service. We do not have any control over the delivery time and encourage all customers to mail payments at least 14 days prior to your payment due date if using this option.
(The consumer indicated he/she DID NOT accept the response from the business.)
I mailed other payments in Atlanta, utilizing the same Post Office on same day. All payments were received and posted within 3 days. One location is in same business complex.
Overpayment refund.
On feb 13 my credit union account was drafted $1600.00 for car payment on a account that was already payed off.They claim that the payoff payment was made the same day as my arch payment . I called on feb 15 and was told that they would mail me a check in ten days ,that they had to send and get an approval from their bank for the check to be authorized. They told me I could go to my credit union and tell them that the withdraw was unauthorized . They knew by that same day if not at least the next day that an overpayment was made. They should of automatically returned the overpayment back into the account they took it from the same way they took it. I do not believe they should be able to keep may money for ten more days plus the time it takes for the post office to deliver it and me to take time to cash it , 13 to15 days interest free on their part , where if I were to owed them had to pay interest . I was told this was their policy , at no time was this ever stated in the policy procedures of the loan agreement. If they can collect the funds electronically the should be able to refund the same way without delay.
My account number wasXXXXXXXXXXXXXXXXX. The person I spoke to was not rude ,if fact she was somewhat understanding and so was the supervisor ,I have no problems with them, my problem is with the credit unions procedures on handling refunds for overpayments. These overpayments should be returned with no delay as fast as the were taken and by the same method. They have no excuse for anything less than that.
To make others aware of their pratices and procedures before they decide to use them.
First of all, I apologize that you felt like you were not treated with respect by our staff. We are reviewing the 2 calls between you and customer service and will take appropriate action.
Unfortunately, on an electronic payment, the funds are not available to transfer back to you until 5 days after the payment is made. This is a rule put in place by our payment processor to prevent fraud. I hope you understand.
It is customary for us to wait 10 days prior to processing refunds for our customers to ensure all funds clear the bank before a refund is issued. This is another fraud prevention practice. Your check was processed this afternoon and will go out with tomorrow's mail.
We sincerely apologize for any inconvenience.
Worst company ever! You can't log online so you have to pay a $9 fee every month to pay online. Rude staff and left me paying late fees for 9 months because they failed to inform me I was a month late on statements or on the phone when I called each month! Paid off and will never use them again
Would leave 0 stars if I could. Will be filing a complaint and refinancing elsewhere. My payment is floating around somewhere and its been 2 weeks since I sent it. They havent applied it. Also never received my monthly statement but they supposedly sent it out. Told me it probably got lost in the Christmas mail??!! Kept trying to set me up with autopay but I do not have a bank account so its not even an option. Customer service is useless.
Continued denial of receiving pay off checks .
And therefore adding late charges to my account.
Therefore increasing my pay off amount.
In October 2019 I authorized my bank to issue a pay off check for the auto loan I had with the Credit Union Loan source to the address provided on my statement.
After four weeks they claim they never received that bank check. So my account was charged late fees and the amount of the pay off was now a few dollars more.They suggested to send the pay off amount to their main address in Georgia at the College Park location.I went back to my bank had them issue another check to the College Park address in November 2019 still after three weeks they claimed that they didn't receive that check. Another late fee was added to my act and now the pay off amount have increased a few dollars once again.
I went back to my bank one more time in December by now the bank has had to cancel two prior checks ,they're beginning to wonder what's going on.
The bank and I decided to issue one final check. After two weeks the CU said they still haven't gotten the check from the bank. So more late fees So I decided to make a payment of $1000 dollars from my checking account to avoid any more late fees. During that time they had received the pay off check from the bank. They cash that check and also applied the $1000 from my checking account. Not once did they call to say they received the bank check I had to call to find out. So I ask where is my $1000 dollars overpayment. Well according to the CU some fees had to be deducted from that. So I would only get a refund of $975 dollars. Since my bank payed in full that loan why did they have to take fees from the $1000 overpayment. This is another way of accumulating funds. It's January 2020 I haven't received my refund. I called to check, and it could take up to six weeks according to the customer service associate I spoke to. If I didn't pay on my account for six weeks I would have assess multiple late fees. When I complained they said they'd remove one of the late fees. But the balance owed never changed so I never see it reflected as a credit. I think their business practice leave a lot to be desired.
To conduct better business practices. To have a better system of checking and applying payments immediately to accounts. Refund payments in a timely manner. If the consumer has to wait six weeks then interest should be payed. Because the CU earn interest on those funds while it sits for Six weeks.
I heard from the credit union. I was reimburse for the overpayments that was made and my account was credited for the payments as it was supposed to. The account is now paid in full. Therefore the issue have been resolved.
Thank you
Mrs..
Credit Union Loan Source did not adhere to their own businesses practices for vehicle title delivery which results in a $1,000.00 loss to me.
I made the final payment for my vehicle in April of 2019 with the intent of receiving my title within 10 business days so that I could trade my vehicle in and purchase a new vehicle. The Credit Union Loan Source did not release my title until July of 2019, which is outside of their own business practices of 10 days. I actually had to call and request my title multiple times. Once I received my title I went to purchase another vehicle and was informed the 2019 model year is no longer available and I would need to purchase a 2020 model year which was $1,000.00 more expensive. The cost of $1,000.00 was do to the fact that the Credit Union Loan Source chose to not release my title in the proper time frame. I require the Credit Union Loan Source be accountable for their failure to meet their own business practices and compensate me for the $1,000.00 extra fee I paid because I could not legally in the state of Georgia sell or trade a vehicle without a title.
Once I received my title I went to purchase another vehicle and was informed the 2019 model year is no longer available and I would need to purchase a 2020 model year which was $1,000.00 more expensive. The cost of $1,000.00 was do to the fact that the Credit Union Loan Source chose to not release my title in the proper time frame. I require the Credit Union Loan Source be accountable for their failure to meet their own business practices and compensate me for the $1,000.00 extra fee I paid because I could not legally in the state of Georgia sell or trade a vehicle without a title.
Dear Mr.:
We again apologize for the delay in processing your title release. As previously explained to you by our VP of Client Operations, the delay was the result of an isolated system error which caused your account to be excluded in a daily export file for title releases. This is an automated process and unfortunately it was only brought to our attention when you called us on July 5, 2019, more than 60 days after you paid off the account. We corrected your account and released the title the same day you notified us. Had you notified us earlier that you had not received your title within the expected 10 business days, we again would have corrected it immediately. When you spoke with our VP of Client Operations on July 15, 2019 we explained our position on your request for compensation. Our position has not changed and we consider this matter closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not acceptance this response. By my understanding a system update (this is Culs Own's responsibility) resulted in Culs Own not releasing my title in accordance with Culs Own business practices (this is Culs Own's responsibility), which then cost me $1,000.00 (which should be Culs Own responsibility in my opinion but as expected Culs Own does not take responsibility for their actions). This appears to me that Culs Own made an error, takes no responsibility or care to resolve the situation, and leaves a customer to deal with Culs Own mistakes. I right this complaint now to educate current and future customers about the business practices (or lack their of) that Culs Own uses with regards to my case to better inform customers in the future. When I purchased my new vehicle I required a statement from my lender that Culs Own can never be involved with my car payment and to my overwhelming joy they agreed.
Culs! Has applied all my extra money to the interest! Sad and it's always a computer error! I'll never use them again & it's sad I couldn't get any help! Calling channel 5 for help!
I was provided incorrect payoff for refinancing now I have balance still owed in error.
I am in the processing of purchasing home and was advised I needed to fix somethings on credit to obtain loan for home. I refinanced my vehicle from Credit Union Loan Source to my local Credit Union to received lower interest on home loan due to multiple account with local Credit Union. I called on 10/24/2019 spoke with rep she provided me with the payoff balance up to 11/4/2019 and the correct address to send the payoff check. I then called my local financial institution spoke with my loan representative provided him the amount I was provided and he completed my refinance for my vehicle. On 11/1/2019 I received a call from the same representative that provided me the balance on 10/24/2019 and was advised that I still have a balance of over 900.00 dollars, I informed rep of the balance that she provided me previously and she stated that she must have missed a day or confused the numbers but that I still owe the balance. I did not get I apologize for the inconvenience or let me see what I can do to fix the situation she simply stated I still owe the balance. I then asked if I could speak with a supervisor which she stated that they do not have a supervisor. I was upset at this point so I hung up. I immediately called back and was given a voicemail for Jasmere and was advised that she was management. I left message with no call back. On my next break I call back and got Jasmere where I asked that she pull the call due to this is not my error this is an error on her company. She stated we will finish this conversation once she hears the call. Which to me is rude to say. I did received a call back from Jasmere on 11/1/2019 stating per the call I was provided the incorrect balance. I called her back and she asked for my loan rep so she could call and ask that they adjust the balance on there end. I informed her that it is not the responsibility of my credit union it is an error on there end. I did provide her with my loan representative and he informed her that if it was an error on there end that yes he would adjust but it is up to The Credit Union Loan Source to adjust. I have not heard from Jasmere since 11/1/2019. I have emailed her 3 times and finally called today 11/6/2019 and was advised again that this is my responsibility. She placed me on hold which I was transferred to another person whom did not provide there name. I had to then tell this new person whom stated she was the actually manager the issue all over again and she stated that due to the balance is not fees it is my responsibility. I told rep reason for refinance was to free up accounts on credit to get home loan. Which the home loan is already in process and I cannot redo my car loan if so then I would have to redo home loan due to change in funds being held up. I also told her that I cannot afford to pay 2 car payments each month on top of new house payment again due to there error. I asked if I could speak with Upper Management and she stated she is Upper Management. I also informed her that I will drive up to the Credit Union to speak with her and she stated they do not have a facility. I do not understand how a company can make a mistake and not fix it. Just admit you are in the wrong fix it and move on. This not only effects me mentally but it effects my financial stability not only for my current monthly expenses but for the holidays coming up and for my future expenses. There is no way that a company does not have a corporate office of someone higher than a manager that I can speak with, I worked for a Financial Institution for 7 years and there is something that I am not being told or they are trying to cover there butts for the mistake they have made.
I am first seeking an apologize because I have yet to get i am sorry. I would like for this balance to be adjusted due to the error on there end. I cannot afford to make 2 car payments nor can i redo my home loan and car loan due to the error on The Credit Union Loan Source. I do not feel that they are using all there option they have to resolve this issue.
Dear Ms.: Thank you for bringing this matter to our attention and for allowing us to help fix it. We sincerely apologize that you received erroneous information from one of our representatives. We have addressed this internally and appreciate your willingness to work with us to find a mutually acceptable solution. If you have any further questions or comments, please do not hesitate to contact us directly.
This company has purposely set up a system of payments in order to ripoff consumers and benefits the company. They need to be seriously investigated.
If you own an account with this company, you will have several ways of making payment to your account. You can make payment by phone, by mail, online with your credit or debit card, and lastly with an ACH which is a kind of an online check. although the company has all these payment methods set up, it is impossible for the consumer to make a payment to their account without loosing money to the benefit of the company. Let me explain. if you pay your account by mail, the company will hold your payment until the due date to apply it to your account while your account is accumulating interest. If you decide to make payment to your account by debit card or credit card or by phone in order to avoid daily interest accumulation, the company will charge you $7.5 for paying your monthly due. The so called ACH payment method is the one that profits the company the most because despite being an online transaction, the company will purposely hold that transaction for 3 to 5 days before clearing your bank while interest is accruing to their benefit. The amount of methods(4), tend to reassure the consumer that the company is payment friendly, but in reality that is absolutely not the case, it's a way to mislead the consumer of thinking that they have flexibility while trying to make payment. with today's technology most bank have an online bill payment system that facilitate a payment transaction to be completed within 24 hours for credit card payments and for most reputable companies, but do not try to pay CREDIT UNION LOAN SOURCE trough your bank because it will take 5 business before they receive your payment. why do they have to set up an electronic system to receive payment when they are the one benefiting from the slow process. Don't also waste your time opening up an account online to try to see past transactions or account info or anything else, because there isn't none. I'm by this complain asking that this company be seriously investigated for these unfair practices because not only that the company is using us the consumers, but also it is not giving us the choice of paying of our account without charging us unjustified fees that seriously add up overtimes and in the end.
I want the company to stop all these unfair practices, and establish a fair system of payment like most banks, most car loan companies, most utility companies who do not charge any fees to their customers while they are making payment to them. in this 21st century it is inadmissible, unacceptable for consumer to be charge $7.5 while making a payment to their accounts with a debit card.
Mr.: Please allow us to correct the false assertions in your complaint. CULS offers several payment methods, some of which are free and some that include a convenience fee. A recent survey of some of the larger lenders in the market indicates that our fee of $7.50 for one-time and assisted payments is well below the average fee of $12.00 - $15.00 per transaction. At no time does CULS "hold" transactions. All payments are posted as they are received. CULS does not control the mail system nor the individual practices of every bank that processes transactions on our customers' behalf. ACH payments can take up to 72 hours to clear and we recommend that all customers using the US Postal Service allow at least 10 business days for checks to reach our lockbox facility. Our online customer portal includes account history and information required to make payments on time. We also offer a mobile wallet service that will deliver statements and late notices directly to your smart phone.
Our records indicate that we have not spoken with you since January 2018. Please contact us directly so that one of our customer service representatives can assist you in viewing your online account correctly and setting up recurring ACH payments, which are no cost to you and provide convenience to ensure that payments are made at the same time each month.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding to my complain. however you have fail to address my concern as a consumer and this is why. 1st, instead of explaining the basis of the outrageous $7.50 fee that you take from your customers, you decided to compare this fee to other unpopular baseless fees. like to say you steal less then the other thieves therefor I should be content. But if we stay in the same line of reasoning I can also argue that I know many companies that charge $0 fee to their customers when making payment with their bank or credit card online or by phone, especially for car payments, you're by far the only car loan company I know that do this. 2nd, knowing that car loan accumulates interest daily, my complain is that CULS has purposely set up a payments system that solely benefits the company because customers have no way of clearing a payment in a record time enough to avoid accumulating the daily interest. please explain how free is it in an instance where a car loan accumulate $5 daily and your ACH takes 3 to 5 days to process a payment and post it to the account. Please explain why it take you more than 10 business day to process a payment sent by US mail. Please explain why it is not allow for customers to drop off a payment at your facility even when they live close to your location in Atlanta. Please explain why when most consumers today can paid their bill through their bank with a bill pay system and clear a payment within 24h, it takes 5 to 6 business day to clear yours. These are some real concerns. Finally all these question lead to the same answer, rip off the consumers while they are trying to pay off their account, and this is purposely set up to collect baseless fees to thousand and thousand consumers everyday. This is why your company should be investigated. CULS need to offer us the consumers an efficient and effective way of transmitting payments to them without taking advantage of us. A 21st century methods of payments. Please take this matter seriously because I will not stop here, I will slowly but surely seek explanation at all level of the consumers protection agencies until satisfaction is achieved.
Mr.:
We are again responding to your false accusations. As previously stated, we do not control the mail nor the NACHA appointed cut off times for ACH processing and therefore cannot predict when a mailed payment or ACH payment will be received by us (many bank-generated bill pay services actually mail a physical check to us which then takes time to be received and time to clear). We do, however, have Service Level Agreements in place to ensure that all payments are posted the day they are received. If, for some reason, a payment cannot be applied same day, it is back-dated to the date it was received.
Regarding the $7.50 convenience fee, it is exactly what the name implies; a convenience fee for one-time or assisted payments. If you do not wish to pay this convenience fee, you may choose to mail a check, send a payment through your bank or set up recurring ACH payments on our website in order to avoid the convenience fee.
Lastly, CULS is a regulated entity with annual audits conducted on its account processing. We do not appreciate your implications of fraudulent activity where none exists.
Drafted More Money from My Checking Than Was Owed on Auto Loan
RE: Auto Loan #XXXXXXXXXXXXXXXXX
As of Sept. 1, 2019, the balance of the auto loan with CU Loan Source LLC was $52.75. Rather than pay it off via phone or website (since they charge an outrageous $7.50 fee for such transactions), I expected my ACH draft would take care of the remaining balance on the due date. What occurred instead was that the regular payment amount of $475 was debited from my checking account instead of the $52.75. When I called to speak with a customer service rep. at CU Loan Source LLC, she told me that it was the borrower's responsibility to update his or her automatic withdrawal amount not the lender's. She also stated that their system does not recognize the balance of the loan being paid. This, to me, is not acceptable. Customers should not be required to update their draft amounts based upon a payoff balance that can change daily depending on interest charges. Additionally, it is not the customers' fault if CU Loan Source LLC does not have sophisticated enough technology to track loan balances. The customer service rep. I spoke with said that the system would eventually correct itself and I would receive a refund via check in the mail. I told her that this too was not acceptable seeing as to how they have now put me at risk of over-drafting my checking account by taking an additional $422.25 that was not rightfully theirs to take. I asked to speak with a supervisor. I was told that one would return my call. This never happened.
I am seeking nothing short of an expedited refund in the estimated amount of $422 (the difference between the $475 taken and remaining $52.75 balance on the loan) be returned to my checking account. I am asking that my checking account information be deleted from CU Loan Source LLC's system so that this cannot happen again.
The business has been in contact with me and assured me that they will refund the overage amount to me by the end of the next week.
These are some really rude people. I forgot to make my payment ((new loan) as many people in the world do. Of course I immediately corrected this and set up automatic payments to be delivered (ON THE DUE DATE) after the first phone call. Then I get a call 2 weeks later and a guy says this is XXX with credit union loan source can I get your address and date of birth. I asked where their office is to verify who I was talking to. He got pretty rude after that.......
Really!! Should I just randomly give out my personal info on that flimsy introduction. At the end of the call I suggested they improve the introduction when they call someone. He said, sarcastically, making suggestions when you don't make your payment. I will NEVER get a loan through these rude people again!!!!!!
If I could give them a zero, I would!